Senior Support Specialist, Ads
Remote • San Francisco • FullTime
Posted 16d ago
About the job
We are seeking a Senior Advertiser Support Specialist to help build and scale advertiser support within Ads Safety Operations. In this role, you will work directly with advertisers through support tickets and escalations, addressing complex questions related to ads policies, review outcomes, product behavior, and operational processes. You will investigate novel or ambiguous cases, communicate clearly, and drive them to resolution in a fast-paced product environment. Your work will be crucial in helping advertisers operate successfully at scale, acting as a bridge between frontline support and teams responsible for product quality, policy integrity, and platform safety. You will also transform support interactions into operational intelligence, identifying friction points and emerging issues to improve support at scale and protect the quality and safety of OpenAI’s ad ecosystem. This role involves partnering closely with Engineering, Product, Policy, Legal, and Go To Market teams to improve systems, reduce bugs, and elevate the customer experience, leveraging automation and AI technology.
Responsibilities
- Own advertiser cases from intake through resolution, including complex Ads Trust & Safety escalations.
- Investigate issues related to policy, review operations, product behavior, tooling, and communicate next steps.
- Develop deep expertise in advertiser workflows, ads policies, enforcement processes, review systems, and support tooling.
- Identify and prioritize improvements by analyzing ticket themes, escalation patterns, quality findings, and service metrics.
- Translate frontline learnings into improved help content, playbooks, routing, knowledge management, and self-service opportunities.
- Partner with cross-functional teams to resolve recurring issues, surface advertiser feedback, and scale solutions.
- Drive operational excellence using AI-assisted workflows and automation.
- Anticipate advertiser questions and identify support risks for new ads formats, features, and markets.
- Provide occasional holiday and weekend on-call support.
Requirements
- 6+ years of experience in customer support, user operations, ads operations, Trust & Safety, risk operations, escalations, or a related field.
- Experience owning high-impact customer or advertiser cases.
- Strong investigative judgment and ability to translate ambiguous signals into actionable insights.
- Ability to synthesize data trends, feedback, QA findings, and service metrics into clear priorities and system improvements.
- Proven experience improving support processes, knowledge bases, escalation workflows, routing systems, or quality programs.
- Comfort using AI and emerging technologies (e.g., Codex, ChatGPT, OpenAI API) and/or code (e.g., Python) for automation.
- Ability to build trust with cross-functional partners and communicate clearly and empathetically.
- Ability to drive action without formal authority.
- Ability to thrive in ambiguity, learn quickly, and manage competing priorities.
- Humble, service-oriented mindset.